2021 International Conference on Decision Aid Sciences and Application (DASA)

Customer Satisfaction Analysis to Improve the

Library Services Using Fuzzy Servqual Method
Hamdani Hamdani Tara Nita Setiawinata Anindita Septiarini
Department of Informatics Department of Informatics Department of Informatics
Faculty of Engineering Faculty of Engineering Faculty of Engineering
Mulawarman University Mulawarman University Mulawarman University
Samarinda, Indonesia Samarinda, Indonesia Samarinda, Indonesia
hamdani@unmul.ac.id taranitasw@gmail.com anindita@unmul.ac.id

Henderi Zaenal Abidin Hartatik

Informatics Engineering Department of Computer Science Faculty of Computer Science
Faculty of Science and Technology Faculty of Math. and Natural Sciences Universitas Amikom Yogyakarta
University of Raharja Universitas Negeri Semarang Yogyakarta, Indonesia
2021 International Conference on Decision Aid Sciences and Application (DASA) | 978-1-6654-1634-4/21/$31.00 ©2021 IEEE | DOI: 10.1109/DASA53625.2021.9682231

Tangerang, Indonesia Semarang, Indonesia hartatik@amikom.ac.id

henderi@raharja.info z.abidin@mail.unnes.ac.id

Abstract— Amidst the ascension of more advanced
technology in the digital era, information could easily be
obtained at the fingertips. Despite risking being obsolete,
libraries have remained essential as primary sources of
information, research, and educational tools, especially for
students and educators alike. As one of the public institutions,
libraries strive to provide high-quality and optimal service to
their customers. This research is conducted to amount the
customer satisfaction and the service quality of the library
users and determine if the quality of service is as perceived.
An observation period was performed at which 100 data were
collected and calculated using Fuzzy Service Quality
(Servqual) at East Kalimantan Regional Library. The
conclusion could be drawn that customer satisfaction was
indeed low. Overall, this was suggested by the vast GAP
value for the Tangibles dimension, which read -10.67.
Customers were also left disappointed in particular by the
quality of free Wi-Fi service, which read -14.92. This means
that improvements are needed in those aforementioned areas.
Keywords— Library, Fuzzy, Customer Satisfaction, Service
Quality
I. INTRODUCTION
The library is a place to find and develop information and
knowledge that an educational institution or government
manages as a means of education to help educators and
students in learning activities by providing information
service facilities for all people, especially students, lecturers,
and researchers [1]. Customer needs for information services
are currently getting higher. The performance of public
services that have not met the expected service quality causes
a subjective assessment by customers [2]. Services quality
plays a crucial role in increasing customer satisfaction [3] and
surviving in this digital era [4]. Customer satisfaction is an
emotional behavior towards services, and it is derived by
comparing what is expected to what is received. Every
customer has a different level of satisfaction, an appropriate
indicator to measure the level of service quality received [3].
The quality of the services is also considered as the cause of
customer satisfaction or the lack thereof. The satisfaction is
obtained if customer perceptions equal to or even exceed
customer expectations with the quality of library services [5].
Fuzzy Servqual is a method used in this research to determine
customer satisfaction in the East Kalimantan Regional
Library, whether it is in line with the expectation. The Fuzzy
Service Quality was applied because this method has been
used in several previous studies. It solved the problem with
different cases, such as sanitation services [6], quality of
public transport services [7], quality of housing services [8],
services in the retail sector [9], as well in hospital services
[10]. There are several studies regarding the customer
satisfaction of library services. There are several studies
regarding the customer satisfaction of library services. These
studies were performed by various methods, including Quality
Function Deployment (QFD) and Servqual method,
Relational Analysis (GRA) and QFD method, Kano method,
and Libqual method.
The study related to the assessment of sanitation service
quality has been carried out in Urban Slums of Khulna City
using the Servqual and AHP method with a data set of 70
respondents. The result of CSI indicates that the sanitation
service meets moderate satisfaction (58.5%) level of public
expectation in the railway slum of Khulna city and the
aggregated gap score of each dimension of sanitation service
is -5.64. The weighted gap score is -1.07, which signifies a
huge gap among the expectation and perceptions of slum
dwellers about sanitation service quality [6]. Meanwhile, the
assessing the municipal service quality of residential
neighborhoods in Bangladesh states applied using Servqual,
AHP, and Citizen's Score Card that residents are quite
satisfied with the existing services with a CSI value of 63.3%
and still have the potential for improvement [8].
There are also studies on evaluating the quality of hospital
services for rehabilitation and physiotherapy by applying the
fuzzy service quality method. Based on 262 patients, the
tangibles dimension was obtained with the highest GAP value,
which read -0,881. Overall, respondents were dissatisfied with
all the services provided because the GAP value showed
negative results. Still, the tangibles dimension was the most
important dimension to improve because it resulted in the
highest priority problem for hospitals [10]. Meanwhile, a
study was carried out in the retail sector to analyze the service
quality determinants using the Servqual model. The researcher
selected 600 respondents. The results were divided into two
parts. The first results were based on 300 organized customers,

978-1-6654-1634-4/21/$31.00 ©2021
Authorized licensed use limited to: 67 on February 22,2022 at 01:03:10 UTC from IEEE Xplore. Restrictions apply.
IEEE GADJAH MADA. Downloaded
UNIVERSITAS
 2021 International Conference on Decision Aid Sciences and Application (DASA)

namely the positive determinants of service quality in of fuzzy logic reasoning. The membership function is
organized retail are Tangibility, Reliability, and Assurance. denoted by the curve that shows the mapping of the input data
On the other hand, they suffer in the dimensions of points into their membership values, having an interval
Responsiveness and Empathy. While the second result was between 0 to 1. The membership value is obtained using a
based on 300 unorganized customers, positive determinants of triangular curve representation as in Fig 2 [11], [12].
service quality at unorganized retailers are Responsiveness
and assurance. They suffer in the dimensions of Reliability, 0; + , - -.-/ + 0 1
Tangibility, and Empathy [9]. !" #$% & ( #+ 2 -%/#4 2 -%; -,+,4
1; 4, +,1
The contribution of this study is focused on the
implementation of the fuzzy service quality method to The formula for the representation method of the tiered
determine the level of customer satisfaction with the services average integration for one fuzzy number based on the
of the East Kalimantan Regional Library. It aims to justify integral value of A is called P(A), which can be seen as
which types of services need to be improved from the fuzzy follows [11]:
value based on customer satisfaction which is applied using 1
the Fuzzy Service Quality method. The service evaluates 6#7% & #- 9 44 9 1%
6
performed using five dimensions of service quality
measurement: Tangibles, Reliability, Responsiveness, An example of its use is when a respondent fills out a
Assurance, and Empathy. research questionnaire and gives an assessment using a
linguistic variable, “Satisfied”. It is described in triangular
II. MATERIALS AND METHODS fuzzy number A = (a, b, c) = (50,75,100). By this formula
A. Collecting Data means P(A) = 1/6(50 + 300 +100) = 75.
The compilation of data used in this research began from
direct observation of services in the East Kalimantan Regional
Library to determine the available facilities and infrastructure.
It was used as materials for making and distributing
questionnaires tailored specifically to the visitors, customers,
and library members. The questionnaires consist of two parts:
(1) the satisfaction/perception questionnaire is to find out the
customer assesses the services provided by the library, and (2)
the importance/expectation questionnaire is collected to
determine the expectations/desires of the customers after
using existing services as a response and input to the library.
Perception and expectation questionnaires are filled out by
customers using an online questionnaire application at which
100 respondents participated.
B. Process stages
The compilation of data used in this study began from
direct observation of the East Kalimantan Regional Library
services to determine the available facilities and Fig. 1 Flowchart of Library Customer Satisfaction Analysis
infrastructure. It is then used as materials for making and
distributing questionnaires tailored specifically to the
visitors, customers, and library members. The questionnaires
consisted of two major parts:
- Satisfaction/perception questionnaire. The data were
collected to find out how the customer assesses the
services provided by the library.
- Importance/expectation questionnaire. Data is collected
to determine the expectations/desires of the customers
after using existing services as a response and input to the
library. Fig. 2 Triangle Curve
Perception and expectation questionnaires are filled out D. Service Quality
by customers using an online questionnaire application at Service Quality is abstract, difficult to understand, define,
which 100 respondents participated. There is data process and measure. It is considered a combination of many
design in the form of a flowchart which is presented in Fig.1 attributes, which consist of Tangible attributes and other
C. Fuzzy Logic attributes such as comfort, safety, and satisfaction [13], [14].
The definition of the service quality method is the method
Fuzzy logic is one part of the building blocks of soft used to determine the quality criteria that need to be improved
computing. Fuzzy set theory is the basis of fuzzy logic. The based on the GAP value that occurs between customer
role of membership function in fuzzy set theory is very perceptions and expectations [5]. Factors affecting the service
important because it determines the existence of elements in quality based on customer perceptions and expectations used
a set, and membership functions are the main characteristics five dimensions [14]:

68 on February 22,2022 at 01:03:10 UTC from IEEE Xplore. Restrictions apply.

Authorized licensed use limited to: UNIVERSITAS GADJAH MADA. Downloaded
 2021 International Conference on Decision Aid Sciences and Application (DASA)

1. Tangibles is clear evidence of the attention and care TABLE I. PERCEPTION AND EXPECTATION FUZZY VARIABLE
MEMBERSHIP FUNCTION
provided by service providers to customers.
Universa Fuzzy Set Fuzzy Set
2. Reliability is the company’s ability to perform services in l Set Perception Expectation
Domain Range
accordance with what has been promised in a timely 0-100 Very Very [0 25] 0; 0; 25
manner. Dissatisfied Insignificant
(STP) (STP)
3. Responsiveness is the company’s ability to provide 0-100 Not Satisfied Not Important [0 50] 0; 25; 50
services quickly and responsively. (TP) (TP)
0-100 Quite Quite [25 75] 25; 50; 75
4. Assurance is knowledge and behavior to build trust and Satisfied (CP) Important
confidence in customers by using the services offered. (CP)
0-100 Satisfied (P) Important (P) [50 75] 50; 75; 100
5. Empathy is the company’s ability to do directly by 0-100 Very Very [75 100] 75; 100;
employees to pay attention to consumers individually, Satisfied (SP) Important 100
including sensitivity to consumer needs. (SP)

E. Data Collection G. Fuzzification and Defuzzification

The implementation of this study is carried out in several After determining the score, the perception and
stages, such as determining what servqual dimensions would expectation data acquisition is processed using the Overall
be needed in making the questionnaire, then surveying by Effectiveness Measure (OEM) formula with the following
distributing questionnaires that had been made based on the equation [11], [12]:
dimensions that had been determined and filled in by the ;<=> ? => !";<=# ? =# !"⋯";<=% ? =% !
a= (1)
library customers. The completed questionnaire data were => " =# "⋯" =%
subsequently tested for the validity and reliability of the data. ;&=> ? => !";&=# ? =# !"⋯";&=% ? =% !
b= (2)
Furthermore, the Fuzzy Servqual calculation was initially => " =# "⋯" =%
;'=> ? => !";'=# ? =# !"⋯";'=% ? =% !
applied from the determination of the Fuzzy set, the c= (3)
fuzzification stage, the defuzzification stage, and the => " =# "⋯" =%

calculation of the GAP value. The last stage obtained the
conclusion from customer satisfaction results based on the
value GAP and provided priority recommendations for
service improvements to the Regional Library of East
Kalimantan.
The compilation of data used in this research began from
direct observation of services in the East Kalimantan Regional
Library to determine the available facilities and infrastructure.
It was used as materials for making and distributing
questionnaires tailored specifically to the visitors, customers,
where a is lower limit fuzzification value, b is middle limit
fuzzification value, c is an upper limit fuzzification value, n
is the number of respondents, i is criteria (1, 2, 3, ..., k), and j
is linguistic variable.
The following is an example of calculating the
fuzzification value for the Tangibles 1 attribute (T1) level of
satisfaction/perception with equations (1), (2), and (3):
Lower Limit (ai)
#() * +)%"#), * +-%"#.) * -/%"#, *,%"#, * -%
a= = 57,5
+)"+-"-/" ,"-

and library members. The questionnaires consist of two parts: Middle Limit (bi)
(1) the satisfaction/perception questionnaire is to find out the b=
#-,, * +)%"#() * +-%"#), * -/%"#.) *,%"#, * -%
= 82,25
customer assesses the services provided by the library, and (2) +)"+-"-/" ,"-
the importance/expectation questionnaire is collected to An Upper Limit (ci)
determine the expectations/desires of the customers after #-,, * +)%"#-,, * +-%"#() * -/%"#), *,%"#.) * -%
using existing services as a response and input to the library. c= = 96
+)"+-"-/" ,"-
Perception and expectation questionnaires are filled out by
customers using an online questionnaire application at which Meanwhile, the following is an example of calculating the
100 respondents participated. fuzzification value for the Tangibles 1 attribute (T1) level of
F. Fuzzy Set Membership Functions importance/expectation with equations (1), (2), and (3):
Lower Limit (ai)
The steps to determine the fuzzy set are based on the
#() * 0)%"#), * ..%"#.) * -/%"#, *,%"#, * ,%
membership function diagram for the perception and a= = 63
0)".."-/" ,",
expectation variables depicted in Fig 3. Meanwhile, the stage
to determine the attribute's score in the perception and Middle Limit (bi)
expectation questionnaire is presented in Table 1. ;&=> ? => !";&=# ? =# !"⋯";&=% ? =% !
b= = 88
=> " =# "⋯" =%

An Upper Limit (ci)

#-,, * 0)%"#-,, * ..%"#() * -/%"#), *,%"#.) * ,%
c= = 96,75
0)".."-/" ,",

Subsequently, the defuzzification stage was applied to

obtain a single representative value. This stage uses the
Arithmetic Mean formula, which can be seen in the following
Fig. 3 Membership Function Diagram of Variable Perception and Expectation equation [11], [12]:

69 on February 22,2022 at 01:03:10 UTC from IEEE Xplore. Restrictions apply.

Authorized licensed use limited to: UNIVERSITAS GADJAH MADA. Downloaded
 2021 International Conference on Decision Aid Sciences and Application (DASA)

<"&"' Satisfaction/ Importance/

Defuzzification = (4) Attribute Code Perception Level Expectation Level
/
V(rcount) R(rcount) V(rcount) R(rcount)
where a is a lower limit, b is a middle limit, and c is an Tangibles 1 0,669 0,952 0,834 0,970
Assurance 17 0,664 0,952 0,853 0,970
upper limit. 0,814 0,952 0,815 0,970
Emphaty 18
Based on equation 4, here is an example of defuzzification Emphaty 19 0,794 0,952 0,835 0,970
for the Tangibles 1 attribute (T1) level of satisfaction or Emphaty 20 0,787 0,952 0,861 0,970
perception and the level of importance/expectation:
)(,)"2.,.)"30 ./),()
Defuzzification Perception = & & 78,58 B. Fuzzy Servqual Calculation Results
/ /
Defuzzification Expectation =
0/"22"30,()
&
.+(,()
& 82,58 Analysis of customer satisfaction with the fuzzy Servqual
/ / method is used to see what quality needs to be improved based
H. Calculating the GAP between perceptions and on the value between the level of satisfaction/perception and
expectation the level of importance/expectation of customers as visitors
and library members. The GAP value is obtained based on the
After obtaining all fuzzification and defuzzification values defuzzification process, an emphatic number (crisp number)
for all attributes, the final stage is to determine the GAP value representing each attribute of perception and expectation. The
between the value of the level satisfaction/perception and the results of the total assessment based on 20 attributes, as shown
value of importance/expectation with a formula as in the in Table 3.
following equation [11], [12]:
TABLE III. THE RESULTS BASED ON 20 ATTRIBUTES
GAP = P – H (5)
where P is the perception value and H is the expectation Perception Expectation GAP
Code Statement
value value value
value. T1 Cleanliness, 78,583 82,583 -4
tidiness, and
The following is an example of calculating the Tangibles 1
atmosphere of the
(T1) attribute GAP value: Regional Library
GAP = 78, 58 – 82, 58 = –4 room
T2 Feasibility of 72,916 79,916 -7
III. RESULT AND DISCUSSION equipment facilities
in the Regional
A. Validity and Reliability Test Results Library, ex: chairs,
tables, fans/air
Prior to calculating the fuzzy servqual, it is necessary to conditioners,
test the validity and reliability of the instruments in each electrical outlets
questionnaire statement, which is a requirement in order to T3 The feasibility of 67,083 79,33333 -12,25
obtain valid and reliable research results. The validity test is computerized
facilities available in
a test carried out to measure how far the accuracy and truth Regional Library,
of an instrument are measured. In contrast, the reliability test such as book search
shows the level of concentration and accuracy of the engines
measurement results [15]. The validity test in this research T4 The eligibility of 69,91667 80,33333 -10,42
additional facilities,
used the Pearson Product Correlation Technique and the
such as: toilets,
reliability test used the Cronbach’s Alpha method. With the canteen, children’s
validity criteria if 9':; < 0 9<<&=> & 0,195 and the variable room, BI Corner,
is declared reliable if ∝ > 0,6. The calculation results of the and magazine room
T5 Speed of Free Wi-Fi 61 75,91667 -14,92
validity and reability for all the perception and expectation Facilities in
attributes are summarized in Table 2. Regional Library
TABLE II. VALIDITY (V) AND REABILITY (R) TEST RESULTS T6 Completeness of 62,91664 77,08333 -14,17
book collection in
Satisfaction/ Importance/ Regional Library
Attribute Code Perception Level Expectation Level T7 The condition of the 64,75 76,25 -11,50
V(rcount) R(rcount) V(rcount) R(rcount) books in the
Tangibles 1 0,669 0,952 0,834 0,970 Regional Library
Tangibles 2 0,708 0,952 0,832 0,970 R8 Clarity information 66,58333 78,58333 -12
Tangibles 3 0,633 0,952 0,704 0,970 on the Regional
Tangibles 4 0,693 0,952 0,794 0,970 Library website
Tangibles 5 0,671 0,952 0,726 0,970 service
0,558 0,952 0,719 0,970 (https://dpkd.kaltim
Tangibles 6
prov.go.id/)
Tangibles 7 0,703 0,952 0,825 0,970
R9 Ease of 76,75 82 -5,25
Reliability 8 0,784 0,952 0,744 0,970 administrative
Reliability 9 0,669 0,952 0,780 0,970 service procedures
Reliability 10 0,755 0,952 0,874 0,970 at the Regional
Responsiveness 11 0,724 0,952 0,666 0,970 Library
Responsiveness 12 0,793 0,952 0,851 0,970 R10 Clarity and accuracy 73,58333 81,33333 -7,75
of Regional Library
Responsiveness 13 0,773 0,952 0,858 0,970
officers in providing
Responsiveness 14 0,795 0,952 0,865 0,970 services.
Assurance 15 0,825 0,952 0,845 0,970 RS11 Regional Library 76,16667 79 -2,83
Assurance 16 0,720 0,952 0,812 0,970 operational hours

70 on February 22,2022 at 01:03:10 UTC from IEEE Xplore. Restrictions apply.

Authorized licensed use limited to: UNIVERSITAS GADJAH MADA. Downloaded
 2021 International Conference on Decision Aid Sciences and Application (DASA)

Code Statement
Perception Expectation GAP quality of service [6], which showed that the largest GAP
value value value
value was obtained in the Tangibles dimension.
(Monday-Thursday
08.00-21.00, Friday This is also proven by the top three ranks, such as the
09.00-11.00 &
service attribute Tangibles 5 (T5) “Speed of Free Wi-Fi
14.00-21.00,
Saturday 09.00- Facilities in Regional Library,” which received the most
21.00) significant negative value -14,92. Then followed by service
RS12 The response and 72,75 79,25 -6,50 attributes Tangibles 6 (T6) “Completeness of book collection
speed of the in Regional Library” obtained a GAP value -14,17, and lastly
Regional Library by attribute Tangibles 3 (T3) “The feasibility of computerized
officers in providing
services
facilities available in Regional Library, such as book search
RS13 Regional Library 70,08333 77,75 -7,67 engines” with a GAP value -12,25. In addition, the GAP value
officer’s is also used to identify assessments on the five dimensions of
responsiveness in Servqual. From the five dimensions, the Tangibles dimension
helping visitors who received the most significant negative value, which read -
have difficulty
10,671. Overall, facility services such as Wi-Fi speed,
RS14 Regional Library 67,41667 78,83333 -11,42
staff response in completeness of book collection, and the convenience of the
receiving critics and library room need to be further improved by the East
suggestions Kalimantan Regional Library.
A15 The ease of visitors 72,83333 81,41667 -8,58
in using existing The results obtained are in line with the dissatisfaction
facilities in the with the available facilities. The main complaint includes
library (book incomplete book collection, especially in sports education,
collection, hospitality and tourism, and Islamic sciences. Furthermore,
supporting
equipment in the
there was no book update with the latest publication year in
library room and other fields of books, causing customers of the East
additional facilities) Kalimantan Regional Library to have difficulty getting the
A16 Security lockers for 76,16667 81,66667 -5,5 updated references needed. The slow Wi-Fi speed, difficulties
storage of personal in using a book search engine, the uncomfortable spacing of
items at the
the library area, and lack of air conditioning equipment are
Regional Library
A17 Parking area 75,5 82 -6,5 also cited as issues.
security at the
Regional Library IV. CONCLUSION
A18 Hospitality and 73,58333 80,91667 -7,33
This study applies the Fuzzy Service Quality method to
courtesy of Regional
Library officers analyze customer satisfaction with library services which is
when providing carried out in several stages, such as determining what
services servqual dimensions would be needed in making a
A19 Regional Library 71,25 80,33333 -9,08
staff concern for the questionnaire, then distributing questionnaires that had been
needs of customers made based on the dimensions. Questionnaires are tested for
A20 Regional Library 70,83333 80,83333 -10 validity and reliability. After being declared valid and
officers understand
the interests and
reliable, the following is a Fuzzy Servqual calculation
needs of visitors starting from the fuzzification and defuzzification stages. The
While Table 4 shows the results of the GAP value based on last stage is the GAP calculation at the level of customer
five dimensions. perception and customer expectation. Therefore, customer
satisfaction results are based on the value GAP and provide
TABLE IV. THE RESULTS BASED ON FIVE DIMENSIONS
priority recommendations for service improvements to the
Dimensions Perception Expectation GAP value Regional Library of East Kalimantan.
value value
Tangibles 68,16667 78,77381 -10,671 This study concluded that the analysis of customer
Emphaty 71,88889 80,69444 -8,8055 satisfaction with the library services could be applied using
Reliability 72,30556 80,63889 -8,3333 the Fuzzy Servqual method and shows the results that the
Responsiveness 71,60417 79,4375 -7,8333
services offered by the library have not provided satisfaction
Assurance 74,83333 81,69444 -6,8611
to customers. The 20 attributes in the questionnaire that have
Based on Table 4, the overall expected value obtained is been filled in by 100 respondents, the most considerable GAP
higher than the perceived value. Therefore, this also affects value is Tangibles 5 (T5) attribute which read -14,92. Based
and results in a negative value GAP, which shows that all the on the five dimensions, the enormous GAP value is obtained
real conditions that are felt are not under the expectation and
by the Tangibles dimension, which read -10,671. Physical
have not provided satisfaction to visitors and members as
customers of the East Kalimantan Regional Library. It can be facility services need to be further improved by the East
seen in the table that the Tangibles dimension is a dimension Kalimantan Regional Library.
that needs to be further improved by the library where this REFERENCES
dimension has the largest GAP value, which read -10,671.
This is similar to previous studies related to evaluating the [1] K. Kiran, “Service quality and customer satisfaction in academic
libraries“, Library Review, 59(4), pp. 261–273, 2010, doi:
10.1108/00242531011038578.

71 on February 22,2022 at 01:03:10 UTC from IEEE Xplore. Restrictions apply.

Authorized licensed use limited to: UNIVERSITAS GADJAH MADA. Downloaded
 2021 International Conference on Decision Aid Sciences and Application (DASA)
[2] H. Chen, “Evaluation of Personalized Service Level for Library
Information Management Based on Fuzzy Analytic Hierarchy
Process”. Procedia Computer Science. 131. 952-958, 2018,
10.1016/j.procs.2018.04.233.
[3] I. Podbrežnik, “Using SERVQUAL for public Library Service Quality
Assessment”. Zbornik Radova-Asocijacija informacijskih strućnjaka,
bibliotekara, arhivista imuzeologa (BAM) Journal, 8(13), pp. 51-63,
2014.
[4] Y. T. Chen, and T. Y. Chou, “Applying GRA and QFD to Improve
Library Service Quality”, Journal of Academic Librarianship. Elsevier
Inc., 37(3), pp. 237–245, 2011, doi: 10.1016/j.acalib.2011.02.016.
[5] M. Wisniewski, “Using SERVQUAL to assess customer satisfaction
with public sector services”. Managing Service Quality. 11. 380-388,
2001, 10.1108/EUM0000000006279.
[6] M. S. Alam, and M. Mondal, “Assessment of sanitation service quality
in urban slums of Khulna city based on SERVQUAL and AHP model:
A case study of railway slum, Khulna, Bangladesh”, Journal of Urban
Management. Elsevier B.V., 8(1), pp. 20–27, 2019, doi:
10.1016/j.jum.2018.08.002.
[7] R. Luke, and G. Heyns, “An analysis of the quality of public transport
in Johannesburg, South Africa using an adapted SERVQUAL model.
Transportation Research Procedia. Elsevier B.V., 48(2019), pp. 3562-
3576, 2020, doi: 10.1016/j.trpro.2020.08.095.
[8] S. Afroj, F. Hanif, B. M. Hossain, N. Fuad, I. Islam, N. Sharmin, and
F. Siddiq, “Assessing the municipal service quality of residential
neighborhoods based on SERVQUAL, AHP and Citizen’s Score Card:
A case study of Dhaka North City Corporation area, Bangladesh”,
Journal of Urban Management, (January), pp. 1–13, 2021, doi:
10.1016/j.jum.2021.03.001.
72 on February 22,2022 at 01:03:10 UTC from IEEE Xplore. Restrictions apply.
Authorized licensed use limited to: UNIVERSITAS GADJAH MADA. Downloaded
[9] C. Azhagan, S. Gangadharan, and U. Madhanrajan, “Computational
analysis for service quality determinants in retail sectors using
SERVQUAL model”. Materials Today: Proceedings., 2021,
10.1016/j.matpr.2021.01.236.
[10] S. Behdioğlu, E. Acar, and H. A. Burhan, “Evaluating service quality
by fuzzy SERVQUAL: a case study in a physiotherapy and
rehabilitation hospital”., Total Quality Management and Business
Excellence, 30(3–4), pp. 301–319, 2019, doi:
10.1080/14783363.2017.1302796.
[11] R. Liu, L. Cui, G. Zeng, H. Wu, C. Wang, S. Yan, and B. Yan,
“Applying the fuzzy SERVQUAL method to measure the service
quality in certification & inspection industry”, Applied Soft Computing
Journal. Elsevier B.V., 26, pp. 508–512, 2015, doi:
10.1016/j.asoc.2014.10.014.
[12] S. Sorrell, “The Rebound Effect: definition and estimation”, in Joanne
Evans and Lester Hunt (eds) International Handbook on the Economics
of Energy, Cheltenham, Edward Elgar, 2009.
[13] Ahmadi, and Riono, “Analysis of Healthcare Services Quality Using
Servqual - Fuzzy Method”. International Journal of Economics &
Management Sciences. 06., 2017.10.4172/2162-6359.1000485.
[14] C. C. Chou, L. Liu, and S. Huang, “An evaluation of airline service
quality using the fuzzy weighted SERVQUAL method”, Applied Soft
Computing Journal. Elsevier B.V., 11(2), pp. 2117–2128, 2011, doi:
10.1016/j.asoc.2010.07.010.
[15] R. Heradio, J. F. Cabrerizo, F. D. Amoros, M. Herrera, and H. E.
Viedma, “A fuzzy linguistic model to evaluate the quality of Library
2.0 functionalities”, International Journal of Information
Management. Elsevier Ltd, 33(4), pp. 642–654, 2013. doi:
10.1016/j.ijinfomgt.2013.04.001.